Customer service and hosting team leader

Do you have customer experience tattooed on your heart?

Reporting to the Director of Ski & Golf Guest Experience, you will be at the heart of the action, both summer and winter. Through your positive attitude and passion for service, you turn every interaction into a memorable moment.

Organized and agile, you effectively manage priorities in a dynamic environment while motivating your team with clarity and authenticity. Your ability to share your knowledge and guide others makes you a true leader in the field — and a proud ambassador of the Owl’s Head experience.

More specifically, you will be called upon to:

• Lead and motivate the guest experience team in order to deliver warm, efficient, and consistent service;
• Plan and adjust work schedules according to operational needs and peak periods;
• Ensure an exceptional guest experience by responding to inquiries, advising guests, and maximizing sales opportunities;
• Handle group requests from proposal to confirmation;
• Coordinate stay logistics with various departments (lodging, food services, ski, golf, rentals, etc.);
• Ensure group and guest satisfaction throughout their experience;
• Implement and monitor feedback mechanisms to continuously improve the guest experience;
• Contribute to the improvement of work tools and procedures, and ensure their proper implementation;
• Keep activity and reservation calendars up to date;
• Collaborate with the Director of Guest Experience & Lodging on various projects and initiatives;
• Support the use and proper functioning of the sales system;
• Assist the Director with special projects.

REQUIRED SKILLS

• Passionate about guest experience, with a genuine desire to create memorable moments for every guest;
• Ability to motivate, inspire, and support a team on the ground;
• Positive, proactive, and solution-oriented attitude in a dynamic seasonal environment;
• Organized and able to effectively manage priorities;
• Strong communication skills, with the ability to clearly and enthusiastically share knowledge and provide direction;
• Bilingual (French and English) in order to provide quality service to all our guests;
• Comfortable using computer tools and hotel management/sales systems;
• Knowledge of the tourism, hospitality, or mountain industry is considered an asset.

EQUITY, DIVERSITY & INCLUSION

At Owl’s Head, we believe that the diversity of our people is what makes our destination truly special. We foster an inclusive environment where everyone can thrive and fully contribute to our collective success. We welcome all applications with openness, regardless of age, gender, origin, identity, or personal situation.